Helpdesk Technician - Tier I

Celestial Innovations Group•Washington, DC

18d•$50,000•Onsite

About The Position

The Tier I Help Desk Support Technician provides front-line technical support to government end users. This role focuses on timely issue resolution, exceptional customer service, and accurate ticket documentation.

Requirements

Must possess an industry-recognized certification such as CompTIA A+, MCSE, or equivalent.
Minimum of 1 year of experience administering and supporting Windows 10/11 in a help desk or IT support environment.
Experience working with and understanding customer service and customer support principles and methods.
Ability to present formal and informal training or assistance to customers when needed.
Ability to report, respond to, and resolve customer requests in an organized and timely manner.
Demonstrated experience supporting Microsoft Windows (10 and 11), Microsoft Office 365 (Email, Teams, OneDrive), and general Exchange/Outlook functions.
Experience troubleshooting basic computer hardware (desktop, laptop, tablet) and software issues, with the ability to triage effectively.
Ability to work in a fast-paced environment providing continuous support to users and critical operations.
Strong communication skills with the ability to communicate effectively both verbally and in writing with customers, peers, technical staff, and Government personnel.
Ability to obtain and maintain the required Public Trust or government clearance and work onsite as required.

Responsibilities

Serve as the initial point of contact for OIS requests for service, overseeing emails, calls, chat, walk-ups, and in-person interactions at the OIS Help Desk.
Provide Tier I support for requests received through email, phone, the ServiceNow ticketing system, or direct interaction with USCP customers.
Document all requests for service using the ServiceNow Help Desk ticketing system, ensuring accuracy and completeness.
Communicate information in an effective and clear manner so customer issues are successfully understood and resolved.
Troubleshoot and resolve basic desktop, laptop, tablet, mobile device, printer, and standard application issues, triaging as necessary to ensure timely service.
Support Microsoft Windows 10/11, Microsoft Office 365 (Email, Teams, OneDrive), and general Exchange/Outlook functions.
Provide password resets, account unlocks, user access assistance, and support for Active Directory, DNS, DHCP, and basic network connectivity.
Provide OIS Operations management with regular updates on common issues and identify potential long-term improvements to reduce recurring problems.
Triage and escalate IT issues to Tier II, Tier III, and OIS management in accordance with established procedures.
Support onboarding activities including workstation setup, peripheral configuration, and customer orientation.
Maintain compliance with government IT policies, security protocols, and service-level requirements while working in a fast-paced operational environment.